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Psychology of Waiting and Customer Care

Waiting and availability are important concerns from a customer service perspective. This is also true from an internal customer service perspective. Groups within an organization that depend on each other come to expect a certain level of performance in relation to having the products or services available when they are needed. Consider a situation when a group within your chosen organization was unable to deliver to meet the expectations of a "customer" group by providing a needed product, resources, or service in a timely fashion (or consider a potential situation where this could happen). In a 2- to 3-page paper, excluding the title page and references, describe the scenario and the ramifications to the ‘customer’ group and the organization. Identify and discuss any of the following “8 factors [that] make the wait seem longer” (Rubin, n.d.) listed below that apply to the situation. Make sure you provide some insight as to how the item(s) below applied to the scenario. Provide some insights as to what can be done from an internal customer service perspective to maintain good internal customer relations when an internal service provider cannot deliver according to expectations. 1. Unoccupied time feels longer than occupied time. 2. People want to get started. 3. Anxiety makes waits seem longer. 4. Uncertain waits are longer than known, finite waits. 5. Unexplained waits are longer than explained waits. 6. Unfair waits are longer than equitable waits. 7.The more valuable the service, the longer the customer will wait. 8. Solo waits feel longer than group waits. (Rubin, n.d.) Note: The Rubin article can be found in your background readings. SLP Assignment Expectations Grading will be based on how closely you follow directions, critical thinking, writing, use of sources and mechanics, including use of in-text citations.  Your essay should be 2 to 3 pages in length (not counting your title page or references). You must include a title page and a list of references. APA formatting is preferred. Do not paste in sections of text into your essay. All of your work must be written in your own words. It’s OK to use a short quote now and again, but quotations must be in quotation marks and properly cited. In-text citations should be used anytime you are borrowing somebody else’s ideas, or information. That is to say, if you are borrowing a thought from a publication from E. Fudd’s article written in 2010, that section of text must be followed with (Fudd, 2010). Quotations, data, and general ideas (put into your own words) should all be cited.
Waiting and availability are important concerns from a customer service perspective. This is also true from an internal customer service perspective. Groups within an organization that depend on each other come to expect a certain level of performance in relation to having the products or services available when they are needed.
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Assignment ID
185503
Discipline
Type
CREATED ON
22 May 2017
COMPLETED ON
23 May 2017
Price
$30
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